Customer Experience Director

Posted 17 January by Michael Page Marketing

As Customer Experience Director, you will lead the design, development and implementation of a Customer Experience strategy, a key function to this organisation's future.

Client Details

A leading northern based Housing Association, with a forward-thinking and commercial mindset.


Your overall objective will be to create a high satisfaction and customer centric environment. Key responsibilities will include;

  • Work across a complex stakeholder group and have impact and influence at director level

  • Work closely with key stakeholders, particularly in customer operations, to ensure that corporate objectives are realised

  • Work closely with other areas of the business to ensure customer experience is seamless and that our processes and systems are effective

  • Responsible for the development of long and medium-term customer experience plans, defining the requirements and impact of initiatives.

  • Review all customer 'touch points' and work with all areas of the business to optimise our 'tone of the voice' in all areas of our contact with customers.

  • Establish standard business processes, operating procedures and policies, reports, metrics and tools across all businesses.

  • Use external benchmarking, research and analysis to support the production of a customer experience improvement plan.

  • Identify opportunities for continuous improvement. Improve service quality results and operational efficiency by studying, evaluating, and re-designing processes.

  • Implement standard reporting and documentation processes that ensure consistency.

  • Strategic partner for the Customer Operations teams in supporting effectiveness, improvements and opportunities by continuously and pro-actively identifying and sharing best practices.


Key requirements for the Customer Experience Director role will be as follows;

  • Previous experience as a Director or Head of Customer Experience or similar senior role.

  • Ability to work independently and effectively in a fast-paced environment and to juggle several projects.

  • Know-how and understanding of delivery of omni-channel customer mechanics

  • Demonstrated ability to implement systems and processes to create measurable improvements in business efficiency / Experience driving improvement, updating processes and driving out waste.

  • Proven ability to lead a function that delivers.

  • Proven ability to design, create and implement process improvements, demonstrating ROI.

Job Offer

Up to £69,000 plus benefits, including a car allowance.

Required skills

  • Customer Experience
  • Housing
  • Director

Reference: 34130345

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